A Bank Closing One of Its Branch Locations at Midday

question 130

Multiple Choice

A bank closing one of its branch locations at midday to balance transactions because it is efficient for the bank,even though it is not convenient for customers who want to do their banking during the lunch hour,is an example of a gap between .

• A)expected service and perceived service
• B)consumers' expectations and management's perceptions
• C)established quality standards and service delivery
• D)management's perception and quality standards set by the firm
• E)service quality standards and consumers' perceptions

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Definitions:

DRL

Differential Reinforcement of Low Rates, a behavioral technique used to decrease the frequency of a behavior but not necessarily eliminate it.

Differential Reinforcement

A technique in behavior analysis and modification that reinforces specific behaviors while withholding reinforcement for other behaviors.

DRL

Differential Reinforcement of Low Rates, a behavior modification technique aimed at reducing undesirable behaviors by rewarding lower frequencies of those behaviors.

DRI

Differential Reinforcement of Incompatible behavior, a behavior modification technique used to encourage desirable behavior by only reinforcing behaviors incompatible with unwanted ones.